Description
Trilogy International are seeking a dynamic and experienced Business Readiness Lead on behalf pf our Banking client, based in Dublin. The successful candidate will spearhead the overhaul of their contact centre operations. As a vital member of the team, you will play a pivotal role in ensuring seamless integration and adoption of new processes, technologies, and strategies aimed at enhancing customer experiences and operational efficiency.
Key Responsibilities:
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Collaborate with cross-functional teams to develop and execute a comprehensive business readiness strategy aligned with the objectives of the contact center overhaul project.
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Lead change management efforts by identifying potential risks, developing mitigation plans, and fostering a culture of adaptability and resilience among contact center staff.
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Build strong relationships with key stakeholders, including contact center managers, frontline staff, IT teams, and executive leadership, to garner support and alignment throughout the project life cycle.
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Design and implement training programs to equip contact center employees with the necessary skills and knowledge to effectively utilize new technologies and processes.
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Establish metrics and KPIs to track the performance and effectiveness of the contact center overhaul, regularly evaluating progress and making adjustments as needed to ensure project success.
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Serve as the primary point of contact for all business readiness-related inquiries, providing regular updates and facilitating transparent communication channels across all levels of the organization.
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Implement quality assurance measures to maintain high standards of service delivery within the contact center, continuously seeking opportunities for improvement and optimization.
Qualifications:
- Bachelor's degree in Business Administration, Management, or related field (Master's degree preferred).
- Proven experience (5+ years) in project management, change management, or business readiness roles within the banking or financial services industry.
- Strong understanding of contact center operations, including telephony systems, CRM platforms, and customer service best practices.
- Exceptional leadership and interpersonal skills, with the ability to inspire and motivate cross-functional teams towards a common goal.
- Excellent communication skills, both written and verbal, with the ability to articulate complex concepts in a clear and concise manner.
- Demonstrated ability to thrive in a fast-paced, dynamic environment and effectively manage multiple priorities simultaneously.
- Certification in change management (eg, Prosci) or project management (eg, PMP) is a plus.
Role: Business Readiness Lead
Location: Dublin (1 on site visit every 6-8 weeks)
Contract: 6 months (initially)
Rate: €500 per day (Outside IR35)